THE INSIDE SCOOP AT GUARDLINE
There’s so much that happens behind the scenes at Guardline. Our customers order products, receive them and go about their lives. But there’s a whole world happening on the other end of our website.
This week we pull back the curtain to give you a sneak peek into one of our team members: Simon Kornelis, Customer Service/Logistics Manager. He’s a fun-loving, hard-working member of the customer service team and a key to Guardline’s success. He took a few minutes out of his busy day to answer a few questions...
Guardline: Tell us a little about yourself.
Simon Kornelis: I’ve got the classic little family vibe going on: wife, three-year-old son and an eight-month-old daughter. I do 90% of the cooking and about 15% of any other chores. I’ve been a professional musician off and on (more off than on) and when my kids are sleeping, I play shows at clubs in Seattle.
GL: What’s a typical day like for you at Guardline?
SK: My day starts with getting the customer service/warehouse team going for the day. There’s usually some middle management/logistics work to be done, and then around lunchtime, I make myself available to watch phones and give the customer service team a break. The joy of such a small company is that I can work on different parts of the business (customer service, logistics, taxes) throughout the day, and it always feels fresh.
GL: What are some common questions you hear from customers?
SK: The most common questions I get from people who don’t own a Guardline:
- Can I have more than one sensor/receiver?
How long does the receiver last on batteries?
(SPOILER: NOT LONG, PLUG IT IN!)
- Are you a real person? (Yes, on my good days I am a real person.)
Common questions from people who have a Guardline:
- How do I change my melody?
- How long do the sensor batteries last?
- How do I pair my sensor to the receiver?
GL: Describe a funny moment you had while on the job.
SK: Years ago, we had an amazing phone call from a woman who went outside to look at her sensors, brought the phone along and accidentally let her dog out. She had a relatively normal speaking voice, not too deep. But the minute that dog ran into the street, she dropped a few octaves and belted out right in the receiver, “MAGGIE!!! MAAGGGGGGIEE!!!!!” It was audible through the headset to the entire office. and we thought it was a burly man hollering on the phone. That’s just one of many.
GL: What’s the biggest change you’ve seen at Guardline since you started?
SK: The volume of systems we send out is impressive for how small we are. Our warehouse has changed drastically from when I started, and I’m proud of how much turnaround we can do with such a small space!
GL: What is the best part of your job?
SK: David and Joanna are my crew and it’s my job to take care of them so that they can take care of the customer as fast and as thorough as possible. They answer all the emails, respond to your Facebook comments, and ship out your packages. I love the challenge of helping them do their jobs well.
GL: What is the part of your job you like least?
SK: I don’t like to hear about customers or people on social media being less than equitable and disrespectful to my team. We’re real people over here.
GL: If you were a superhero, who would you be?
SK: I’d be Quail Man, from DOUG!
GL: What do most people not know about you?
SK: Can’t a man have a secret?
GL: Don’t worry, we won’t tell anyone…
SK: I’ve taken the Trans-Siberian Railroad from Vladivostock to Moscow.
Interested in learning more about how Guardline can help you protect your property? Check out our most popular systems and optional add-ons you can use to enhance your coverage. And if you ever have any questions, Simon and the rest of his American-based customer service team are ready to help you.
Until next time, be safe...